At a Glance
- Tasks: Lead and inspire a team to deliver exceptional member service outcomes.
- Company: Join Australian Retirement Trust, a leader in member services.
- Benefits: Enjoy 14% super, flexible work options, and excellent training opportunities.
- Other info: Diverse and inclusive workplace with great office amenities.
- Why this job: Shape a high-performing culture while making a real impact on members' lives.
- Qualifications: Experience in leading teams and delivering customer service in a fast-paced environment.
The predicted salary is between 82800 - 101200 $ per year.
Take hold of a monster opportunity and join Australian Retirement Trust as our Team Leader - Member Services, where you’ll lead and inspire a team to deliver outstanding member interactions.
You’ll coach performance, drive service excellence, and play a key role in shaping a proactive, high‑performing culture across a fast‑paced, multi‑channel environment.
We’re all about helping our members make the most of their money.
As a Team Leader – Member Services, you’ll guide, coach and support a team of Member Solutions Consultants to consistently deliver exceptional service outcomes across voice, digital and emerging channels.
This role is a permanent opportunity and is based in Brisbane or Melbourne.
- Day to Day Responsibilities
- Lead, coach and develop a team to deliver high‑quality member service outcomes.
- Drive performance through real‑time metrics, quality frameworks and coaching.
- Support and guide your team in delivering compliant general advice.
- Manage escalations and resolve complex member enquiries.
- Build a positive, engaged team culture focused on service excellence.
- Collaborate with stakeholders to improve processes and service delivery.
- Identify and implement continuous improvement initiatives.
- Ensure adherence to risk, compliance and regulatory frameworks.
- Contribute to workforce capability planning and team development.
Qualifications
- Proven experience leading teams in a high‑volume customer service environment.
- Background includes coaching and developing employees to improve performance.
- RG146 compliance or ability to obtain it.
- Confidence managing competing priorities and driving team outcomes.
- Experience supporting or delivering general advice in a regulated environment.
- Ability to analyse performance data to implement effective action plans.
- Strong knowledge of risk and compliance frameworks.
- Adaptability and ability to thrive in fast‑paced, changing environments.
Benefits
- 14% super as standard.
- Excellent training and development opportunities.
- Work‑life balance with in‑person days at purpose‑built hubs and the ability to work from home.
- Office amenities: end of trip facilities, yoga and multi‑faith room, parent and carer rooms, quiet rooms, Brew Hub coffee facilities, and collaborative team spaces.
- Equal Opportunity Statement
Everyone is welcome to apply. We value diverse thinking, cultures, perspectives, backgrounds, and abilities.
#J-18808-Ljbffr
Team Leader Member Services in Brisbane employer: Australian Retirement Trust
At Australian Retirement Trust, we pride ourselves on being an exceptional employer that values inclusivity and personal growth. As a Customer Listening Lead in Brisbane, you'll enjoy a supportive work culture with access to excellent training and development opportunities, alongside a competitive 14% superannuation contribution. Our purpose-built office facilities and flexible work arrangements ensure you can thrive both personally and professionally while making a meaningful impact on our members' financial futures.
Contact Details:
Australian Retirement Trust Recruitment Team
